Customer Service Representative - Phoenix Mesa Gateway Airport - Reimagined Parking
Mesa, AZ 85212
About the Job
Description
Position: Customer Service Representative
Location: Phoenix Mesa Gateway Airport
Pay: $16 an hour
Shift: Evenings Wednesday and Thursday (2pm-12am)
Customer Service Representative processing written transaction requests from Monthly Parking, Transient customers and stakeholders. Provides consistent and professional customer service in assisting internal and external customers with monthly and daily parking requirements.
Location: Phoenix Mesa Gateway Airport
Pay: $16 an hour
Shift: Evenings Wednesday and Thursday (2pm-12am)
Customer Service Representative processing written transaction requests from Monthly Parking, Transient customers and stakeholders. Provides consistent and professional customer service in assisting internal and external customers with monthly and daily parking requirements.
Key Responsibilities
- Develop sound critical and decision-making skills necessary to thrive in a fast-paced environment with back-to-back calls while maintaining poise, accuracy, and speed
- Acting as a fast-moving, courteous company brand ambassador while processing transactions, interfacing with guests, communicating company policies, and enforcing regulations
- Foster customer success, happiness, and satisfaction by building customer rapport, addressing customer inquiries and complaints, providing empathy, and communicating information
- Embrace performance-based call monitoring, recording, and assessment approach to improve communication, timeliness, and overall satisfaction
- Spark accurate, speedy operation while optimizing voice quality, grammar skills, tone, and proactiveness to improve quality and consistency
- Leverage your knack for technology and attention to detail to foster data integrity by gathering information, composing documents, and inputting data
- Answer inbound phone calls, and voicemails within department and individual Service Level and Quality goals. Acts as point of contact for both internal and external monthly parking customers
- Respond to customer inquiries ensuring customers receive timely resolution and accurate information
- Ensure all customer account information is updated accurately and notes are entered for every transaction.
- Utilize resources such as Online Help, Policy & Procedure manuals, and emails from Supervisors, Management and the Training Department
- Complete and maintain any required paperwork or record keeping methods
- Keep up to date with changes in workflow, policy, and product knowledge.
- Provides support and training to new CSR positions.
- Keeps accurate records and updates all systems with required information.
- Assists other CSR’s with trouble shooting for clients.
- Other duties as assigned
Skills, Knowledge and Expertise
- Must be at least 18 years of age
- G12/Equivalent
- 1 year Customer service experience in a high-volume, fast-paced environment (ex. Retail, call center), preferred
- 1 year data entry experience equaling 40 WPM
- Knowledge of contact center policies and software, including CRM, phone systems, etc
- Strong work ethic and reliability with professionalism and poise
- Superior interpersonal, verbal, and written communication skills
- Exceptional written oral communication skills
- Strong analytical abilities and sound judgment in decision-making
- Strong attention to detail and high degree of accuracy is key. Fast, accurate and efficient data entry, manipulation and retrieval of data from systems
- Ability to multitask, prioritize, and organize within a structured environment
- Flexibility and adaptability
- Motivated, take initiative and possess strong work ethic
- Ability to respond to customer complaints maintain professionalism at all times
- Conflict resolution
- Exceptional communication, tact and customer service skills. Ability to assist customers with diverse requirements
- Exceptional telephone etiquette
- Intermediate knowledge of computer software applications – MS office
- Ability to successfully and consistently achieve individual and departmental service level goals
- Positive, team-oriented attitude and ability to balance independent workload with broader team goals
Benefits
- Comprehensive Medical, Dental, and Vision Plans.
- Life and Disability Insurance
- 401K Plan with Generous Employer Match and Immediate Vesting
- Generous Paid Time Off (PTO)
Source : Reimagined Parking